Manager - Retail Store Operations

Role

Store Manager

Band

M1

Location

Mumbai

Job Purpose

• Overall responsibility for activities at a Vodafone store spanning customer service, store-level sales and revenue targets across all products (voice – post-paid/ prepaid, data etc.)
• Execute marketing promotions, display and store experience schemes

Key Result Areas/Accountabilities

Sales

• Achieve sales target for all products at store
• Ensure and monitor quality of acquisition through the store

 

Revenue

• Deliver revenue targets for the store
• Increase revenue per footfall by aiding customers’ purchase decisions

 

ROI

• Achieve profitability (Return on investment) targets for the store
• Minimize losses from pilferage (wastage) and shrinkage (unidentified losses)

 

Customer Service

• Manage churn and achieve customer satisfaction for walk-in customers

 

Store Management

• Ensure adherence to store processes in terms of documentation and systems
• Ensure infrastructure / store upkeep
• Maintain availability of stock at the store while adhering to norms
• Ensure appropriate placement of pop-ups and product displays at store

 

Marketing

• Execute marketing, branding and promotion activities
• Ensure fliers/ brand POS are available at store
• Resolve channel-specific issues within specific timelines

 

People

• Resolve store-specific issues within specific timelines
• Keep employee-retention and motivation levels high through regular reviews and performance streamlining of both on-roll and off-roll employees
• Identify gaps in performance of immediate team and ensure training to bridge the same

Core Competencies, Knowledge, Experience

Critical Success Factors

• Continuous Learning & Empowering Talent
• Building Team Commitment
• Leads Decision Making & Delivering Results

 

Threshold Functional Competencies

• Products, Services and Technology Knowledge - Consumer

 

Differentiating Functional Competencies

• Sales Planning and Forecasting
• Solving Problems

 

• 1 – 5 years of experience of retail store and customer relationship management
• Revenue Target achievement and cost management

 

Must have technical / professional qualifications

Essential : Graduation

Desired : full – time post - graduation in business management/MBA